He understood that service goes downward in management and he encouraged us to communicate to him, how he could be of service to us. I’ve used the template I developed for communicating with John as a way to train my staff to better up-manage. It’s important not to expect people to do this intuitively. Generally, their only up-management training came when as a child they learned how to manipulate parents to get what they wanted. Manipulation isn’t the result we’re after. Understanding the correct level to make decisions and how to ask for senior intervention, is what we are looking for. Here is the template…